Policy Servicing Transformation Lead

Prudential Hong Kong Limited; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

Prudential Singapore is seeking a capable policy servicing transformation lead to own business requirements, drive end‑to‑end delivery and coordinate cross‑functional teams across operations, product, technology and vendors. You will champion automation, digitisation and straight‑through processing while ensuring regulatory compliance and superior customer outcomes.

With 6–8 years in life insurance policy servicing or transformation, you will influence stakeholders, deliver practical solutions,

Qualifications

• 6–8 years of experience in life insurance policy servicing or transformation roles.
• Strong knowledge of life insurance policy servicing operations and administration processes.
• Experience with policy administration systems (e.g. AS400) and digital servicing platforms.
• Hands-on experience in ownership of requirements, process mapping, and UAT governance.
• Experience working across business, operations and technology teams to deliver enhancements.
• Desirable: operational transformation, workflow automation, digital servicing or customer experience initiatives.
• Understanding of insurance regulatory, governance and compliance requirements.
• Education: Diploma or Degree in Business, Information Systems, Computer Science, Insurance, or related disciplines.

Responsibilities

• Drive requirements gathering, analysis and documentation for policy servicing initiatives across transactions such as alterations, reinstatements, ownership changes and more.
• Review and validate business requirements, functional specs, user stories and acceptance criteria to align with objectives.
• Lead requirement workshops with business, operations, technology and vendor stakeholders.
• Define system behaviours and translate business needs into implementable solutions.
• Act as the subject matter expert for policy servicing processes and supporting systems.
• Identify opportunities for automation and straight-through processing.
• Assess change impacts across administration systems and digital channels.
• Lead end-to-end delivery activities including clarification, tracking and issue follow-up.
• Coordinate UAT governance, test scenarios and sign-off readiness.
• Drive business readiness through training and knowledge transfer.
• Work with SMEs to document or update SOPs for BAU rollout.
• Coordinate release readiness and post-deployment stabilisation.
• Monitor production issues and coordinate resolution with tech, vendor and support teams.
• Build strong relationships across operations, product, technology, risk, compliance and vendors.
• Facilitate discussions, manage priorities and align on scope and delivery outcomes.
• Support backlog grooming, prioritisation and roadmap planning.
• Ensure governance and regulatory compliance of artefacts and solutions.
• Identify pain points and opportunities for improvement across policy servicing journeys.
• Contribute to continuous improvement to enhance customer experience and service quality.

Skills

Analytical thinking

Ownership mindset

Stakeholder management

Communication and facilitation

Customer focus

Project leadership

Process mapping

Education

Diploma/Degree in Business or IT or Insurance

Tools

AS400

Job description

Prudential Singapore is seeking a capable policy servicing transformation lead to own business requirements, drive end‑to‑end delivery and coordinate cross‑functional teams across operations, product, technology and vendors. You will champion automation, digitisation and straight‑through processing while ensuring regulatory compliance and superior customer outcomes.

With 6–8 years in life insurance policy servicing or transformation, you will influence stakeholders, deliver practical solutions,